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The Job/What You'll Do:
Responsible for daily operations and performance of the Contact Center. Actively monitors systems, data, reports, technology and employee feedback. Strong ability to maintain key performance indicators per industry standards, contractual scope of work, and/or regulatory entities.
Responsibilities:
- Actively monitor the agent status system to help manage the work activity of the Contact Center agents; including incoming and outbound contacts, queues, delay times, and the status of agents to accept new contacts in a timely manner
- Provides back-up support to Operations Support and Dispatch Specialist as needed
- Manage and handle incoming contacts from Police, Fire, and Supervisor queue
- Responsible for daily scheduling and staffing including filling shifts, managing floor coverage (lunches/breaks), traffic control and overtime; ensures staffing is effective, meets contractual requirements, and operates with fiscal responsibility
- Respond quickly and effectively with resolution to issues escalated by Contact Center agents; implements business continuity planning and disaster management support as needed
- Collaborates with Clinical supervisors by sharing employee performance feedback
- Participates in company meetings and community events that promote contact center services
- Other duties as assigned
Knowledge, Skills, Abilities:
- Critical thinking skills and effective decision making within the context of the organization's culture; Uses appropriate methods and a flexible interpersonal style to coach others; provides timely guidance and feedback; results in task accomplishment; Demonstrates clear/concise/logical verbal and written business communication for execution of vision and strategic initiatives; Plans effectively; establishes courses of action for self and others to ensure work is completed efficiently; Maintains effectiveness when experiencing major changes in work tasks or environment; adjusts effectively to new processes; Builds and maintains collaborative relationships that facilitate the accomplishment of goals; Technical, industry specific knowledge about healthcare, behavioral health, crisis services, and clinical standards of practice.
- Ability to act professionally and maintains appropriate boundaries with clients and staff.
- Ability to report as scheduled to work, meetings, training, and job-related activities prepared and as scheduled.
- Ability to consistently demonstrate compassion and meet people with compassion; Effort, every interaction deserves my best effort; and Ownership, which drives the company's success.
- Maintains an open and accepting mindset by being an active learner, participating in discussions with others, trying new approaches and ideas, and being self-aware and self-reflective for continual personal, professional and leadership growth.
Education & Experience:
- One (1) year supervisory experience
- 5+ years of experience in field
- Bachelor's Degree in Behavioral Health or Healthcare
- Bilingual in English and Spanish, preferred
- Two (2) years crisis experience and/or contact center experience, strongly preferred
The candidate's applicable education and experience will determine where a candidate falls in the position range.
Working Conditions:
While performing the job duties in the office or at a home office, the employee is frequently required to stand, walk, sit, and use hands; they must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Exposure to noise typical with office operations. Ability to hear and speak.
Who We Are & What We Offer:
Solari is an award-winning nonprofit that operates a 24/7 crisis line serving statewide in Arizona, Oklahoma and Denver. Our mission is to Inspire Hope through our talented and compassionate staff.
Since 2007, Solari has been providing crisis contact center services and in that short time has helped thousands of individuals and families connect to the help they need. Additionally, in that short timeframe, Solari has grown to expand services to a peer-run Warm Line, Serious Mental Illness (SMI) determinations, mobile team dispatches, crisis transportation services, emergency room-based assessments, Department of Child Safety (DCS) rapid response and crisis stabilization services, telephone follow-up to those who need it, tragedy support lines and other in-kind services to the community.
- Friendly work environment
- Generous paid time off (PTO)
- Health benefits (Medical/Dental/Vision) that start the first of the month following the hire date
- Competitive compensation
- Convenient office locations and Hybrid Schedule
- On-site fitness room free to all employees (Tempe Office)
- Basic Life Insurance
- Voluntary Life, Spouse, Child Insurance
- Critical Illness w/free dependents
- Critical Illness Spouse
- Short Term & Long Term Disability- Starts first of the month after 90 days of employment
- 401K & 401K Roth - Starts first of the month after 90 days of employment
- United Pet Care
- LifeLock for identity theft
- LYRA EAP Program- 25 free sessions for mental health per family member
Solari is proud to be an equal opportunity employer and does not unlawfully discriminate against any employee or applicant for employee per applicable federal, state, and local laws. At Solari, a diverse mix of highly talented, innovative, and dedicated people come together to make a lifetime impact on each of our Client's lives. All qualified applicants will receive equal consideration for employment.
We are focused on equality and believe deeply in diversity of race, color, ancestry, age, veteran status, marital status, creed, religion, sex, gender, gender identity, sexual orientation, ethnicity, national origin, and other legally protected group status.
Solari is proud to be an equal opportunity employer and does not unlawfully discriminate against any employee or applicant for employee per applicable federal, state, and local laws. At Solari, a diverse mix of highly talented, innovative, and dedicated people come together to make a lifetime impact on each of our Client's lives. All qualified applicants will receive equal consideration for employment.
We are focused on equality and believe deeply in diversity of race, color, ancestry, age, veteran status, marital status, creed, religion, sex, gender, gender identity, sexual orientation, religion, ethnicity, national origin, and other legally protected group status.